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Treadmill distance

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‎07-17-2020 10:05 - last edited on ‎07-18-2020 11:02 by Fitbit Moderator

‎07-17-2020 10:05 - last edited on ‎07-18-2020 11:02 by Fitbit Moderator

Today I used my treadmill for 49:13min for a distance of 3.2 miles. My Charge 4 only logged 1.45 miles. I contacted support through chat and spoke with Chuck … if this was a real person or just automated responses - it was not helpful. Case number 36798969. I was disqualified from a run, because of this FitBit error. Even after ‘chatting’ with Chuck, my issue is not resolved and I felt he was just pushing me off, as he did not know or care to help. 
 
I need to know how to sync the Fitbit to log the correct distance when running on the treadmill. I have tried changing the stride distance, I am unable to edit the distance - on my app, I have changed the auto identify off, re started the app and phone… nothing worked.  Now what?
 
I need this to work if I am going to continue to use the Fitbit and Fitbit Premium, as I primarily use the treadmill.
 

Moderator Edit: Clarified subject

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‎07-17-2020 11:11

‎07-17-2020 11:11

You didn't mention one critical piece of information.  Were you using the Exercise App or relying on auto-recognition?  In general, the Exercise App is more reliable.

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

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‎07-17-2020 11:53

In response to JohnnyRow

‎07-17-2020 11:53

I used the Exercise app. I have since turned off the Auto recognize and lap feature. Ran a couple more times, short distance and it seems to work. Although, I still can’t edit the past run. 
Thank you!

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